Ricochet360 Support

Configuration - Company Settings - Company Services 5

• How do I enable/disable Call Intercept?
• How do I enable/disable Scripting?
• How do I enable/disable Chat?
• How do I enable/disable IP Restrictions?
• How do I add or remove features from Ricochet?

Configuration - Company Settings - Perfect Voicemail 3

• How do I create a Perfect Voicemail for all users to see?
• How do I allow users to create their own Perfect Voicemail?
• How do I delete a Perfect Voicemail file?

Configuration - Company Settings - Task Settings 3

• What does the Appointment Setting option do?
• How can I allow agents to assign a task to another agent?
• Can Agents create a task for un-owned leads?

Configuration - Company Settings - Transfer Settings 3

• How do I enable/disable New Line Transfer?
• How do I enable/disable Warm Transfer?
• How do I enable/disable Cold Transfer?

Configuration - Company Settings - Email Settings 2

• What does “Send only during working hours” do in Email Settings?
• Can I enable read notifications for all outbound emails?

Configuration - Company Settings - User Experience & Agent Settings 6

• How can I enable a setting to have a Branch Manager listen to live calls?
• How can I enable a setting to restrict multiple Ricochet instances from being opened by an Agent?
• How can I enable a setting to allow an Admin see all statuses to filter the Lead Management page?
• How can I enable a setting to add a custom caller ID to an Agent’s outbound phone number?
• How can I enable a setting to make my search results “sticky” on the Lead Management page?

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Configuration - Company Settings - Lead Distribution & Lead Settings 4

• How can I prevent duplicate leads from being added to my Ricochet account?
• How can I prevent leads from being assigned when answering an Inbound IVR call or call transfer?
• How can I enable a setting to allow my Agents to assign leads to themselves?
• How can I block outbound calls to certain area codes due to a natural disaster or some other purpose?

Configuration - Company Settings - Call Settings 5

• How to I enable/disable call recording?
• How do I enable/disable forced statusing?
• How can I modify the statuses available to receive Inbound Direct or Inbound IVR calls?
• How can I restrict outbound calling restrictions to remain as compliant as possible?
• Can I modify how long inbound/outbound calls will ring?

Configuration - Company Settings - Notification Settings 4

• Can I get notified inside Ricochet when a new Company Voicemail comes in?
• How can I enable/disable missed call notifications for Inbound Direct calls?
• How can I enable/disable new Text email notifications?
• How can I send an email to users when a Company Voicemail is received?

Configuration - Company Settings - Queue Settings 2

• How can I enable/disable Live Queue / Evening Queue / Campaign Queue?
• How can I change the order of calling for leads in the specific calling queues?

Configuration - Company Settings - Text/SMS Settings 4

• How can I show/hide the Text interface for Admins / Agents / Branch Managers?
• Can I enable/disable a default Opt-Out message?
• Can I get a notification inside Ricochet when a new Text Message comes in?
• Can I restrict the Text interface to only show for specific teams?

Configuration - Company Settings - Gamification Settings 5

• How can I enable/disable Gamification?
• Can I change the default gamification metrics?
• Can I show all users on the Gamification board?
• Can I show just agents on the Gamification board?
• How many users can I show on the Gamification board?

Configuration - Company Settings - Hours of Operation 2

• How do I tell the system my office is closed on a specific date?
• Does the Hours of Operation detect holidays?